ITOM Configuration Specialist

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Job Summary

A ServiceNow CMDB Health Administrator is responsible for maintaining the accuracy, completeness, and consistency of the Configuration Management Database. They monitor key performance metrics, configure remediation tasks for duplicate or stale Configuration Items (CIs), and govern data integrity across the platform.

Core responsibilities include:

• The Configuration Management Specialist is responsible for the management and compliance of Configuration Management data in the CMDB to support the day-to-day delivery of the BAU processes to ensure that both the Configuration Management service levels are met and that services are always delivered.
• A key responsibility of the ITSM Configuration Management Specialist, is to ensure that reliable and accurate data is stored in the Configuration Management Database (CMDB). In addition, a key responsibility of the role is to ensure that the Operating Model, Roles & Responsibilities and Processes related to Configuration Management are understood and communicated across the Technology Organization

• Health Dashboard Monitoring: Tracking the CMDB Health scorecard across three main KPIs: Correctness, Completeness, and Compliance.
• Reconciliation and Remediation: Resolving duplicate CI issues, correcting orphaned records, and tackling stale or outdated CIs (e.g., servers not scanned by Discovery in over 30 days).
• Threshold and Policy Configuration: Setting CMDB health metric thresholds, defining health groups, and configuring data certification audits.
• Data Foundations Management: Aligning CI classes with the Common Service Data Model (CSDM) and optimizing data populated by tools like ServiceNow Discovery.
• Access and Governance: Working within the ServiceNow CMDB Workspace to set policies, govern CI relationships, and maintain security over class definitions

Education

Bachelor's Degree: Information Technology